Robert Bacal

Radical Customer Service: A Contrarian View For Winning The Customer Wars

When it comes to customer service principles, use of social media, and customer engagement, it's easy to follow the crowd. There are a lot of people out there saying the same things and providing the same guidelines. However, it may be that going in the...

Twenty Reasons Why Social Media Is Not Enough For Small Business

Social Media Not Enough For Small Business: You Need A Website These days most small businesses jump into the social media space -- primarily on Facebook, LinkedIn, Bebee and other similar platforms. They lose out on the power of running their own websites on their…

Two Customer Engagement Questions Most Businesses Fail To Ask Themselves

Note: Customer engagement is one of those words bandied about, often mentioned, but seldom analysed in terms of achieving business goals. In this new series we'll look at customer engagement as something that "CAN" improve business results, but also can have exactly the opposite...

Social Media Ills: Two News Stories Today On Junk Comments

Today (Sept. 26, 2013), two news stories of note came across my desk. The first informed me that Popular Science (PopSci) has closed comments on its new articles. The second, and related, announced that YouTube is attempting to make comments of videos more useful,...

Crowdsourcing Solutions For Difficult and Angry Customers

I've never been a fan of companies that try to shirk their responsibilities to support and service their customers by relying on crowdsourcing. It's epidemic with large online companies -- the norm, in fact. On the other hand, where do I go when I want...

Customer Service Challenges Faced By Government

Since it's an election year, and thoughts are turning to the political process, and by extension, government and how it operates I thought I'd share this, and solicit comments. The Challenges Government Faces in Delivering Customer Service Q: Recently, you participated in an online chat...

Looking For Twenty “BEST” Websites On Customer Service – Lend a Hand

I'm absolutely fed up using Google and Bing to find high quality and in-depth material on customer service issues. I can't take it any more. Over the last two years, it seems the results from the mega-search engines include more dead-ends, sites with popups...

Government Is NOT The Private Sector, and It’s Time We Acted Accordingly

When I read people talking about customer service, social media and government, I often wonder if they've forgotten the reason why governments exist, because they appear to be taking the concepts used by the private sector, and trying to apply them to government, without...

Mobile Apps For Improving Customer Service?

In the process of developing our own "learning" app for customer service personnel (Ah!DarnCustomers Android App ), I discovered that even though mobile devices have overtaken desktops and laptops in terms of use, there are few apps designed to help improve customer service levels. Our…

Differences Between Customer Service From Government Vs. Private Sector?

In researching on customer service in government for some pieces I'm writing on The Customer Service in Government Project (http://customerservicegov.com ), I noticed that there is very little available on CustomerThink on the topic of public sector service, except for some discussions about Open...

THE False Assumption About Social Media – That It’s Social

Social media is...well...social. It's about people talking with people. But what if the users of social media are really not interested in forging relationships, the way it's 'sposed to be? What does it mean if user's "engagement" isn't about interacting with each other? What...

Holding Customer Research Firms Accountable For Misleading Research

It's been a bad week in a bad year for customer research and the companies that produce information about customer and consumer behavior. While there's a torrent of research findings coming out of firms like Forrester, The Temkin Group, TOA, Zendesk, and others, much...

Holding Customer Research Firms Accountable For Misleading Research

Holding Customer Research Firms Accountable For Misleading Research It's been a bad week in a bad year for customer research and the companies that produce information about customer and consumer behavior. While there's a torrent of research findings coming out of firms like Forrester, The...

Twitter IS A Broadcast Medium, NOT A Conversational One And Implications For Customer Service

Twitter IS A Broadcast Medium, NOT A Conversational One And Implications For Customer Service Over the last two years, I've noticed that conversations (dialogue, responses to tweets) have been harder and harder to find despite that fact that social media mavens keep talking about Twitter...

TweetTwain-Swiss Army Knife To Automate Twitter Participation

Automate participation on Twitter? Sacrilege, but readers who follow me and read my articles will know that I'm convinced that the time and effort to interact with friends and followers on social media cannot be justified by most businesses. The reason is that human...

Eliminate #hashtag spam (ATT: #custserv folks)

Hashtag spam occurs because when you follow a hashtag you will see ALL uses of it, even if some of the tweets come from people who you have banned. The current example on #custserv involves an account at @mindtouch. Hundreds of repeated messages have...

But If You Do Use Twitter To Communicate With Customers

…here's Tactic 82 from If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient and Cool As A Cucumber It is incredibly easy for misunderstanding to occur in short form messages due...

What a Relief: I Don’t Have To Deal with Archos Support Anymore!

Dear Archos: After trying to get a simple answer about compatible memory cards and I don't know how many messages with you guys, about the Archos 2 Vision, where I was asked the same questions over and over again, I solved the problem. Did you…

Your Social Media 2011 Plans

Q: Now that we're into 2011, have your perspective on social media changed? Do you still see investing in it for business purposes as a low yield thing? Robert: Yes. I haven't seen any data to suggest otherwise. In the time we've cut back...

Customer experience management: a revolutionary approach to connecting with Customers

It's interesting to read material on customer service and customer experience that comes from a serious book published by a serious publisher as opposed to the material that appears on blogs and social media. The difference is rather amazing to see that the level...

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